You can only decide what you need, ITIL or ITSM if you are clear with their meanings. IT service management is all about the management of services you provide to your clients.


“ITIL acts as a framework for ITSM and companies and businesses look up to the ideas of ITIL to get proficient at ITSM.”


Let us understand more about ITSM and ITIL, and how each of them contributes to the success of your IT organization.


Let’s differentiate between ITIL and ITSM.


ITSM stands for IT service management. To put it simply, it accounts for all the strategies and methods you use to manage your information systems. It does not matter whether you have heard of ITSM or not, you are still using it if you are using IT systems, however.


ITSM involves the lifecycle of management which encompasses plans to achieve goals and strategies to manage a budget.


It’s a big misconception amongst IT people that ITSM is only about providing clients with quality service. However, it is not purely about services as management of IT services is its core function.


ITIL is a registered trademark of AXELOS, which is known worldwide for its solutions, publications, and exams. Many organizations across the world practice ITIL, which ultimately increases the demand for IT practitioners worldwide.


Benefits of ITIL


If you want comprehensive management, I can bet on ITIL.


You are likely to avail yourself a lot of benefits by implementing ITIL.


Aligning your business more towards IT will be easy. Moreover, you will be able to meet your customers’ requirements in a better way.


As you will focus more on availability, capacity, and continuity of your services, quality is likely to be high.


Implementation of ITIL eliminates the wastage of time and unwanted use of resources to keep things on the right track.


Implementing ITIL is not compulsory. It can improve your IT operations to a great extent, however. Trying to build a new set of processes from scratch is not as easy as it would take a lot of research and knowledge.


Benefits of efficient ITSM processes


As said earlier, if you are in IT, you are likely to be involved with ITSM somehow. It is a great way to avail yourself of management strategies that will eliminate problems and set your customers to action.


Effective implementation of ITIL can impact your organization’s functioning in many ways.


Some of its benefits are:


  • Cut costs for IT operations
  • High returns
  • No service outages
  • Organization of IT processes
  • No repetitive incidents due to efficient analysis
  • Boost productivity of IT teams
  • Defined roles and responsibilities
  • Customer acquisition and customer retention
  • Elimination of risks throughout IT processes
  • Improved transparency and more satisfaction


What is the right way to implement ITSM processes and workflows?


Here I have mentioned step by step guide to implementing ITSM processes and workflows effectively.


Cover your ITSM gaps by auditing


Defined goals are crucial for the implementation of ITSM processes throughout the organization.  There is no one size fits all approach to ITSM.


Involving the people who understand ITSM ensures great results, however.


Therefore, deploy right tools, engage right people, and organize your workflows to kickstart with ITSM.


Pro tip: If you are not aware of ITIL guidelines, you can undergo the ITIL Foundation Certification to understand what ITIL is all about and why it is a role model for the IT sector.


Educate, communicate, and involve stakeholders while implementing ITSM processes


A recent study by McKinsey report states that on average 70 percent of change projects face a severe downfall due to futile management processes that do not help cope up with changes. A great way to prevent this is transparent communication with clients regarding the implementation of ITIL. Let them know how it will benefit them in the long run.


Use of KPIs and metrics


Implementing ITSM is not enough. Keeping a check over the performance of your IT team using KPIs is equally important, however.


ITSM tools automate reporting; therefore, your team will be able to generate end to end technical reports, no matter what type of data it is high level or granular.


Use relevant tools to automate processes


The implementation of ITSM has become easier nowadays as IT helps desk management solutions streamline its implementation by providing real-time solutions.


Help desk software comes with so many functionalities, such as real-time analytics, automation, customization, etc., and when these functionalities combine with ITSM processes, IT teams can better at their jobs.


First, you need to choose an IT help desk software tool that can actually be a good fit for your organization as a blind investment in the tool can generate new problems.


So ITIL and ITSM are inseparable, technically. IT can grow by leaps and bounds in a few months with the implementation of ITIL. It depends on you how you want to manage your work processes, effectively or randomly.

Published by Inder Chauhan